Route tickets based on values of fields, changes to ticket status and time based conditions
Respond to common requests with standard reply
(Based on 277 reviews)
Service Level Agreement Management
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Share and collaborate on tickets with multiple customer service representatives
(Based on 256 reviews)
Ticket Creation User Experience
User Experience of creating and submitting a ticket
Ticket Response User Experience
User Experience of responding and recieving a response
Mapped-out responses for conversations.
Artificial intelligence (AI) and chatbot involvement.
(Based on 52 reviews)
Live human component of conversations.
(Based on 81 reviews)
Quality of interface for designing and customizing conversation maps.
Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Delivers notifications to both sides of the conversation.
Sends automated emails to further engage clients and potential clients.
Allows for live chat to be enabled within the app for customer help.
(Based on 341 reviews)
Conversations enacted over social media.
(Based on 39 reviews)
Conversations enacted through embedding or pop-ups on websites.
(Based on 65 reviews)
Text Message (SMS)
Conversations enacted through text message (SMS).
(Based on 20 reviews)
Conversations enacted through voice assistants.
Conversations enacted through other channels.
(Based on 21 reviews)
Archives conversations in a separate location for later reference.
(Based on 122 reviews)
Enables employees to denote potential customers.
(Based on 240 reviews)
Establishes a knowledge base for employee reference during conversations.
(Based on 264 reviews)
Provides a central location for help requests, helping employees respond sooner.
(Based on 292 reviews)
Allows for the creation of profiles for contacts and customers.
Overall quality of customer targeting based on needs or situations.
(Based on 64 reviews)
Creation and modification of customer profiles based on conversations.
(Based on 66 reviews)
Reporting based around specific and overall conversation results.
(Based on 68 reviews)
Capture and organization of leads from conversations.
(Based on 61 reviews)
Success rate of conversations leading to customer purchases.
(Based on 63 reviews)
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
(Based on 261 reviews)
Ability for customer service agents to communicate with customers via live chat to solve problems live
(Based on 309 reviews)
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
(Based on 186 reviews)
Make, Receive, and Record Calls
Make and receive calls directly in the application. Track and record calls for analysis.
Customer and Contacts Database
Central repository for account and contact information
(Based on 150 reviews)
Products and Version Tracking
Central repository for tracking products and product versions customer is using
Provides abilty for customer reps to use a script when calling customers for common reasons
Interactive Voice Response (IVR)
Automates interactions with telephone callers so that calls can be routed to the appropriate agent
Online discussion functionality so customers can have conversations among each other
Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry
(Based on 234 reviews)
Allows customers to enter and vote on suggestions to products and services
(Based on 184 reviews)
Allows customers to post questions publicly and get answers from customer service agents and other customers
Functionality to Monitor social activity for brands/products and respond in social network to customers social activity
(Based on 268 reviews)
ITIL is a methodology for ticket management that some Help Desk tools are built to support
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices.
(Based on 111 reviews)
User, Role, and Access Management
Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
(Based on 126 reviews)
(Based on 84 reviews)
Performance & Reliability
(Based on 130 reviews)
(Based on 109 reviews)